Complaints

This profile includes complaints for Hilton Grand Vacations, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hilton Grand Vacations, Inc.

  6355 Metrowest Blvd STE 180 Orlando, FL 32835

  
• 

  Sunrise Ridge Resort

  2301 Ridge Road Pigeon Forge, TN 37863

• 

  Bent Creek Golf Village

  3919 E Parkway Gatlinburg, TN 37738-6211

• 

  Hilton Grand Vacations Company, LLC

  1430 Ocean Dr Miami Beach, FL 33139-4108

  
• 

  Hilton Grand Vacations Company, LLC

  329 NE Tradewind Ln Stuart, FL 34996-1710

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Hilton Grand Vacations regarding a vacation package we purchased in April 2019. We paid a $449 deposit for a 5-night stay at Hilton resorts and a 4-night stay on Royal Caribbean cruises. The agent told us there was no expiration date for booking, just additional charges after 45 days. Although we planned on booking our trip in 2020 and paying the additional charges, COVID changed our travel options in 2020, as my wife is immuno-compromised and we had to postpone our booking.After paying the deposit, we contacted the agent many times over the following years to confirm how long we had to choose a resort and dates. We were assured there was no expiration date on our package repeatedly - only that charges would apply if we waited too long to ******* 2024, when we attempted to book the last time, we were told the offer had expired and our deposit was non-refundable. There was no clear documentation that the offer had an expiration date (evidenced by the attached email), and Hilton Grand Vacations has not responded to our emails or tried to resolve the issue. We believe this situation reflects deceptive business practices, and we are requesting a full refund of our $449 deposit and a review of Hilton Grand Vacations business practices to prevent future misunderstandings.I am requesting the following:1) A full refund of the $449 deposit that was paid in good faith under the terms presented by Hilton Grand Vacations.2) A formal review of Hilton Grand Vacations' business practices to ensure that future customers are not misled by similar claims.

  

  Business Response

  Date: 03/08/2025

  Dear ******* *********,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Marketing Team cancelled and refunded your marketing package reservation. Please allow 7-10 business days for the funds to reflect in your account. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:02/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 15, 2025 my husband and I went to a Hilton Grand Vacations (HGV) presentation in ****. We were told the presentation would last for 2 hours maximum. The presentation lasted from 11:00 AM to 6:49 PM. 10 minutes shy of 8 hours long! We continually said, No we do not want to purchase a HGV Membership. Our Salesman was very high pressured and continued to mislead us and lied to us about the entire HGV program. We are senior citizens and we were completely taken advantage of and lied to continually. We asked if it was a membership in a timeshare, he said no. We asked if we could book at any Hilton property at anytime with the ***** points package that we were buying he said yes. He said nothing about our "Home Weeks" and that we could only book in May, September or the first 2 weeks of October! We told him we only want to travel in the Winter months due to snow where we live. They talked us into opening an **************** Hilton Credit Card to charge the entire balance of $21,723.00 on it. He told us we would have to pay $1,700 in HOA fees every other year and that our first year was already included into the $21,723.00 payment. I just received a bill of $2,300 for *** **** and joined ********************************************************************* **** and the salesman told us it was too late. I was granted access to the HGV website and tried to see availability at other locations and found 2 days available at most places that we would like to go and the HGV minimum is a 3 night stay. I tried to book our Home Week for October and they said nothing is available! We can't even use our points this year and once I pay the *** **** I will have spent $24,023.00! I asked the Salesman if I could sell the membership back to HGV and he said I could but they would likely buy it back for 10% of the cost! HGV would give a $2,400 refund? We were told this was great investment and that the Salesman would teach me how to rent out the ***. Please HelP

  

  Business Response

  Date: 02/28/2025

  Dear ***** *******,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our **************** Team spoke with you on February 27, 2025 and resolved this matter to your satisfaction. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:02/20/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got talked into booking with Hilton Grand Vacations in July 2024. I was charged $285 at the time to attend a timeshare sales pitch. I then found out later about other fees, such as $95 for parking. I cannot make the date I have reserved, and they charged me another $20. Cancelation was over a month in advance, and rebooking had the same fee. Alternative was to get billed for a room night and then for missing the timeshare pitch. That was in the mutli-hundred $ category, but I'm not sure exactly how much.While I regret paying the $285, I did agree to it so that fits under buyers remorse. The cancellation fee, and the threats for much larger fees when I did not pay it, is frankly extortion. Given that I have received no services at all for the $305 fee, I'd appreciate a refund, but it's the $20 cancellation fee that really angers me. I would be minimally satisfied if that was refunded.They should keep in mind that they are targeting their best customers (Honors members with status), and that this kind of behavior alienates them.

  

  Business Response

  Date: 03/06/2025

  Dear ***** *****,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Marketing Team cancelled and refunded your marketing package reservation. Please allow 7-10 business days for the funds to reflect in your account. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 03/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, assuming the company follows through with the refund.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We own a timeshare at **********, and I received a voicemail today informing me that the property will be closed for construction. The message instructed me to call to relocate my reservation. However, when I called, I was informed that there are no available options. My family and I have already taken time off for this vacation and have been using our timeshare for several years. I am very frustrated because we pay monthly and also cover the end-of-year maintenance fee for the property, yet we are unable to use it, which is infuriating. We expect Hilton Grand Vacations to find us a new hotel for the same week we are scheduled to arrive.

  

  Business Response

  Date: 02/26/2025

  Dear ********** ******* ********,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Resolution Team spoke with you on February 22, 2025 and resolved this matter to your satisfaction by booking a reservation and saving your 2025 points to 2026.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 02/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********** ******* ********

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had booked a girl's trip for my 10-year-old daughter at this property from February 15th, 2025, until February 19th, 2025. This was a celebration of her completing treatment (surgery and radiation) for brain cancer. It was meant as a trip for us to relax and connect before her next scan on the 20th. Upon landing in ******* from our home in **** and on our way to rent a car. I received a voicemail from the property letting us know that they had over booked, and our booking was being cancelled. This was as we were preparing to check-in. I called the agent back and explained that this cancellation would leave my young daughter, and I stranded hundreds of miles from home with nowhere to stay. In a very condescending tone, she told me that unfortunately that there was nothing she could do to help me, and all of the sister properties were all booked up as well. My husband called in to try to resolve the situation and was told the same thing. We had to scramble, pay more money, and stay multiple places in order to accommodate us. Since we booked last minute, we took what was left and overpaid for it. Once booked elsewhere we called Expedia to ensure that we would not be charged, and they called the property to confirm. They told us that a manager had told them that they could accommodate us after all, after being told directly that we were out of luck. We could not take advantage of this as we were already locked into an Air B&B booking that we now couldn't cancel (which ended up being a disaster in itself with the rushed timing). We were told by ******* that we may be able to reclaim what we paid over the original amount. This does not excuse or relieve the hours of searching, panicking, and scrambling to find another place to stay. It does not fix the miserable experience that we had due to having to stay in whatever we could find to accommodate us. It does not excuse putting my 10-year-old daughter and I's safety in danger just to back track when someone else calls.

  

  Business Response

  Date: 02/26/2025

  Dear ****** *********,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Resort Management Team spoke with you on February 25, 2025 and resolved this matter to your satisfaction. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  

  Business Response

  Date: 02/26/2025

  Dear ****** *********,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Resort Management Team spoke with you on February 25, 2025 and resolved this matter to your satisfaction. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22954504
  
  I am rejecting this response because: Hilton offered me a $25 credit to my HHonors account as an apology. This does not suffice, the claim is that I had not paid the property prior to being cancelled so they do not owe me anything. This does not take into consideration the additional costs, inconvenience, time, and unsatisfactory conditions that I incurred due to having to book other housing at the last minute. It also does not take into consideration the major security risk they put my ************************************************************************************************************************* alternative accommodations. This has been by far the least professional and unacceptable treatment that o have ever received when attempting to find accommodations while traveling. 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 03/08/2025

  Dear ****** *********,
  
  We are sorry you are not satisfied with our previous response. A representative from our Resort Management Team spoke with you on March 7, 2025 addressing your concerns and will be adding ****** Hilton Honors points. Should you have further questions, their contact information is provided in the email. We consider this matter resolved.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:02/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 28, 2024 me and my partner attended a sales presentation at the ***************** in *******. We completed the presentation and on the way out, we stopped by their front desk and the attendant there (******?) offered us another 4 day 3 night vacation and sales presentation which could be redeemed starting January 2025.I have been trying to redeem this with no luck at all, I was told my account is attached to my phone number but every *** I speak to can only see the ******* vacation on said account. I have been transferred around to at least 5 different departments and nobody can help. I was told to call the hotel directly as well and both times I got through to the sales floor (they rarely answer the phone), I was told somebody would call me back or get back to me over email, which never happened.Looking at the credit card charge for this, which I attached, I was charged to Hilton VC Mystic Dunes, which is apparently I separate hotel. I called them as well and was promised a call back, which also never happened.I am attaching pictures of the credit card charge which is on the day of the presentation I attended, the pamphlet I was handed at the front which was supposedly going to be my way to redeem my 2025 trip which I paid $199 for, and a picture of my confirmation for the sales tour we attended in July which youll be able to see is the same date as the credit card charge I incurred.I was essentially charged $199 for a service I am not receiving, I would like either an answer on how I can redeem this trip or a full refund.

  

  Business Response

  Date: 02/28/2025

  Dear **** ********,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Marketing Team is currently reviewing your case. Someone will follow up with you within 3-5 business days. We appreciate your patience.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:02/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are writing to formally express our deep dissatisfaction with Hilton Grand Vacations, whose practices have negatively impacted our family both financially and emotionally. Our experience has been a nightmare, marked by deceptive sales tactics and disregard for all of our concerns.From the beginning, Hilton Grand Vacations used misleading language, falsely equating a timeshare purchase to a real estate investment. During the sales presentation, we were assured our purchase was similar to buying propertyan outright lie. The contract we signed is a standard timeshare agreement, leaving us feeling misled and frustrated.The sales process was aggressive and manipulative. What was supposed to be a brief meeting turned into an exhausting eight-hour session filled with relentless pressure. Despite wanting to leave, we were subjected to coercive tactics, raising serious ethical concerns.Since the purchase, our efforts to address these issues have been ignored by multiple representatives, including ****** *****, ***** ****, and ****** *******. Emails have gone unanswered, and attempts to escalate the matter to higher managementNancy ********* and **** Wanghave also been met with silence, which we find quite concerning since Hilton is not known for their passiveness towards their owners, quite the opposite. The situation worsened with an unauthorized charge of $672.97 debited from our account further straining our finances. When we sought clarification, the responses were vague and dismissive reinforcing that customer concerns are secondary to corporate priorities.While weve heard of customers successfully canceling agreements, our attempts have been met with resistance. What was sold to us as a smart investment has become a source of stress and disappointment. We urge the Better Business Bureau to investigate Hilton Grand Vacations for their unethical practices and lack of accountability. Companies must adhere to ethical standards and treat customers fairly.

  Customer Answer

  Date: 02/25/2025

  Attached is the Authorization form. Apologies. I did not see this. 

  Customer Answer

  Date: 02/26/2025

  Attached is the Authorization Form for your reference.

  Customer Answer

  Date: 02/28/2025

  Reattempting per your message. 

  Customer Answer

  Date: 02/28/2025

  The other attachment page. 

  

  Business Response

  Date: 03/13/2025

  Dear ******** *******,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Resolution Team is currently reviewing your case.Someone will follow up with you within 3-5 business days. We appreciate your patience.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 22935706
  
  I am rejecting this response because: We received your response to the BBB complaint we filed against HGV/Diamond Resorts regarding our timeshare termination. Our concerns and issues have never been addressed or resolved. The only acceptable resolution for us is complete membership closure.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 03/29/2025

  Dear ******** *******,
  
  We are sorry you are not satisfied with our previous response. A representative from our Membership Support Team mailed you documentation on March 27, 2025 advising the HGV program has been accurately represented by the sales team and in the written materials provided to you and therefore cancellation will not be granted. Additional information was also provided for added assistance. Should you have further questions, the contact information was provided in that email. We consider this matter closed.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 22935706
  
  I am rejecting this response because: Dear BBB Representative,
  I am writing to formally reject their response, as it fails to address the core issues I raised in my initial complaint. Simply stating that the program was "accurately represented" does not negate the misleading and high-pressure sales tactics I experienced, nor does it address the discrepancies between what was promised during the presentation and what was actually delivered.
  Furthermore, while documentation was reportedly mailed on March 27, 2025, it does not resolve my concerns or provide a path toward a fair resolution specifically, my request for cancellation and refund based on misrepresentation. The companys stance appears dismissive and one-sided, closing the matter without truly engaging with my complaint or offering meaningful remediation. I am requesting that BBB keep this case open and continue mediation efforts to encourage Hilton Grand Vacations to take accountability and work toward a fair resolution. I am prepared to provide further details and documentation upon request.
  Sincerely,
  ******** *******
  

  

  Business Response

  Date: 04/12/2025

  Dear ******** *******,
  
  We are sorry you are not satisfied with our previous response. A representative from our Membership Support Team mailed you documentation on April 10, 2025 and a representative from our Executive Resolution Team emailed you documentation on April 11, 2025 advising the HGV program has been accurately represented by the sales team and in the written materials provided to you and therefore cancellation will not be granted. Should you have further questions, please contact either our Membership Support or Executive Resolution Team. As a part of your ownership, we offer to assist you with the help of seasoned Club Counselors who will guide you with optimization of your membership. You may contact a Club Counselor at ************ (U.S and ******).We remain readily available to assist you with optimizing your ownership. We consider this matter resolved.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an introductory package for 5 nights over the phone for $824.54. The agreement clearly stated that my spouse and I needed to attend a 2 hour presentation while on the property, which seemed fair. The following occurred:1/1/25: We arrived in ****** early to extend our stay and make certain we would be available for our 1/7/25-1/12/25 stay and the 1/10/25 Hilton Grand Vacations presentation. 1/2/25: Both my spouse and I became ill 1/3/25: ******************** My spouse was diagnosed with the flu and given medication by the *** 1/7/25: We checked into the resort.1/8/25: We returned to the ************ as her symptoms were getting worse. She was given a strong antibiotic for a respiratory infection. 1/10/25: Went to the *********** a third time (for me this time) and was prescribed an antibiotic.1/10/25 -1/13/25: We attempted to attend our scheduled 2 hour session with HGV on 1/10/25, 1/12/25 and finally on 1/13/25. Each time after hearing our deep coughing and observing our sick demeanor we were turned away by the staff. In fairness, I can not blame the staff for turning us away, as they did not want themselves or the other participants to be exposed to our illness. 1/13/25: After 3 attempts and no improvement in our illness, we felt discouraged but were confident we would be able to come to a fair arrangement with Hilton. i.e., virtual presentation, reschedule at another property, etc.1/13/25: We were contacted by a Hilton Grand Vacations collections individual. We offered to attend a virtual presentation or reschedule at another property. In short the answer was that our only option was to participate in the 2 hour presentation at that location prior to returning home or pay the penalty ($800). Given that we had been turned away 3 times, and were still ill, we did not expect a different result if attempting a 4th time. We were defeated and paid the penalty. 1/14/25: We left the property and flew home, still ill.

  

  Business Response

  Date: 02/19/2025

  Dear ***** ******,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Marketing Team cancelled and refunded your marketing package reservation. Please allow 7-10 business days for the funds to reflect in your account. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 02/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I was initially sold a Vegas vacation package, the salesman stated that while the package was only good for 1 year, if I called and asked for an extension they would grant it. Well flash forward to a year later, another representative stated I needed to have some dates down so we can keep the package and prevent losing the money. Not a problem. She booked me bogus dates at a random hotel. I have emails and voicemails stating that while she was putting me down for these dates, I could call and change it without having to pay a fee. (If they also reviewed their phone calls that they record, you can hear that this was promised to me.) I contacted this agent, we engaged in phone tag until her extension ceased to be valid. However, today when I called to schedule the actual dates with a general number - I was told that they couldnt verify this because the agent no longer works in this area. Im now being told that I would have to pay to have these dates changed, which was not what I was promised. Obviously, neither the agent nor I could predict that she would no longer be working for them - but why should that result in me losing what I paid HGV or me being held to dates that were not chosen by me?

  

  Business Response

  Date: 02/19/2025

  Dear ****** ****,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Marketing Team cancelled and refunded your marketing package reservation. Please allow 7-10 business days for the funds to reflect in your account. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:02/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 27 2024, we were approached by a Hilton Grand Vacation Resorts offering free perks in exchange for attending a presentation. We signed a contract under the following assumptions.- After signing in July 2024, there was an assessment period of a few months which led to a closing date of October 2024 to take full ownership. Despite have about 2 months left in 2024, we were charged a full year annual fee of $787.23 for 6720 Hilton points but did not receive any points. - Increase availability of destinations in the **** region - particularly SouthEast ****. There was no increase when we tried to book in 2025 At the beginning of Feb 2025, we reached out to Hilton's customer services but there was no resolution. In summary, we should only pay for assessment when we get points which should have started 2025. Also, the increase destination choices did not materialized as originally promised during the presentation.

  Customer Answer

  Date: 02/13/2025

  1.I have not received a call back from Hilton regarding my specific concerns. I was told I should be receiving a call from **************** on Monday but today is Thursday.
  2. Even though i paid my fees, I still have unpaid on my account as of last night Feb 12, 2025 so concern Hilton's billing software is questionable
  3. I've search the whole database last night to try find a place in the popular cities of *****, *********, *****, ************* etc. for 4/3-4/12 but nothing came up. Sales mentioned I have more travel destinations for **** and looking through the whole database, spending hours am unable to find popular destinations on low season, with no luck!
  4. Hilton Sales mentioned I can combine points on both of my timeshares but Hilton customer service told me otherwise because my  Hiltongrandvacation club points arent the same in conversion. 
  5. I signed contract showing $787 as my annual fees & taxes  but according to customer service, it will increase annually. The increase doesn't appear stipulated in contract so concern that I will pay a lot more in the coming years. 
  
  Im really unhappy with this purchase and I know your sales **** have the authority to cancel my contract.

  

  Business Response

  Date: 02/21/2025

  Dear **** ****,
  
  A representative from our Resolution Team emailed you documentation on February 18, 2025 addressing your concerns. Should you have further questions, please contact our Resolution Team. Their contact information is provided in the documentation. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22906201
  
  I am rejecting this response because: I received a phone call from ******* on 2/18 but I didn't have time to talk. Then she emailed me with her contact information so since then, I have not been able to reach her. I've left multiple messages as well as email. When I get an email response from her, it states she's busy and asking me when I'm able to talk to her. I suggested for her to give me dates and times so I can talk with her but no response. I want to get this resolve, basically cancel this contract because I'm was not given the correct information about the timeshare.
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 03/06/2025

  Dear **** ****,
  
  We are sorry you are not satisfied with our previous response. A representative from our Resolution Team sent a follow up email to you on March 5, 2025 addressing your concerns. Should you have further questions, their contact information is provided in the email.We consider this matter resolved.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 03/20/2025

  The complaint has not been resolved. Im still waiting to hear back from them. 

  Customer Answer

  Date: 03/20/2025

  The complaint has not been resolved. Im still waiting to hear back from them. 

  Customer Answer

  Date: 03/24/2025

  The complaint has not been resolved. Im still waiting to hear back from them.

  

  Business Response

  Date: 03/29/2025

  Dear **** ****,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our **************** Team is currently reviewing your case.Someone will follow up with you within 3-5 business days. We appreciate your patience.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 04/04/2025

  Im still working with Hilton. The person Im working with is on vacation. 

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 22906201
  
  I am rejecting this response because: Im waiting for the person who assisted me to return from vacation. 

  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 04/10/2025

  Dear **** ****,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our **************** Team spoke with you on April 8, 2025 and resolved this matter to your satisfaction. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations